Experience

Continent 8 Technologies

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• • Jan 2022 - Present

  - ServiceNow SME:• Playbooks Integration with Agent Workspace.• Build multi flow processes with Process Automation Designer.• Customer Portal Development and implementation.• Perform day-to-day administration of the ServiceNow system, including managing users; maintain user and group roles and profiles, security settings, access settings, etc.• Develop and maintain Self Service Catalog Items and flows, User Interface (UI) policies, data polices, actions, bustiness rules and client scripts.• Ensure integrations between ServiceNow and other platforms are functioning as expected.• Perform system and application configuration and management for our development and production instances.• Provide level 2 customer support of tickets assigned to the ServiceNow team.• Working directly with IT Management and Stakeholders to align ServiceNow with IT organization strategy.• Create and maintain documentation for the system architecture as well as end-user reference and training.- Internal Enterprise Applications: • Provide technical and thought leadership in both system integration and application development.• Troubleshoot production and test issues; perform root cause analysis, recommend corrective action, and perform resolution efforts.• First point of contact to address reported issues with the operation of the applications.• Responsible for monitoring, maintenance patching, and user management of the applications• Responsible for data management within the applications.• Create clear and concise documentation.• Design and review new requirements and new features based on business needs in addition to creating and/or reviewing various applications, data integrations, and processes. Show less

• • Mar 2021 - Jan 2022

  Collaboration Technologies:-Install, configure and support all elements of the global organization’s voice, video, and collaboration systems, CUCM, CUC, Expressway, Voice Gateways and WebEx Tools. -Troubleshoot and provide timely resolution of issues related to collaboration systems and associated network equipment. -Create and maintain drawings and documentation for the system architecture as well as end-user reference and trainingServiceNow:-Perform system and application configuration and management for our development and production instances.-Provide level 2 customer support of tickets assigned to the ServiceNow team.-Working directly with IT Management and Stakeholders to align ServiceNow with IT organization strategy.-Complete development, configuration and workflow administration to support business processes in the platform.-Create and maintain documentation for the system architecture as well as end-user reference and training.Microsoft:-Microsoft 365/Azure Tenant Administration and Support including: AAD Users and Groups Provisioning, Licensing, Enterprise Applications configuration, Endpoint Management of BYOD compliant devices, application protection and conditional access policies meeting our company security standards and policies. General:-Maintain, Develop & Support the Continent 8 Technologies Corporate Environment Globally.-Onboarding, Management and Support for Cloud \ IaaS and Managed Service Customers (VCenter and VCloud Director).-Act as an Escalation Point for other Internal Technical Teams.-Perform on-call support. Show less

• • Dec 2019 - Mar 2021

  -Maintain a computing environment by identifying system requirements, installing upgrades while monitoring ongoing system performance-Daily maintenance, monitoring and support of the IT Infrastructure-Research, procure, install, configure and maintain new and existing systems on an assigned project basis-Configure and support Virtualization.-Provide support for internal IT systems and customer hosted solutions-Perform advanced systems operational tasks-Develop and implement IT standards and procedures in line with industry trends-Co-ordination and liaison with all other IT staff and areas within the company and customer base-Perform on-call support. Show less

• • Sep 2016 - Dec 2019

  -Take data from internal systems and produce meaningful reports on Incident & Service Requests, Power, Temperature, Humidity, Bandwidth and DDoS.-Data analysis and translation to provide meaningful service reports to clients within specified timeframes-Responsible for producing periodic reports for customers detailing performance to SLAs and KPIs across all of our services.

• • Jun 2013 - Aug 2016

  -Provide technical support to customers in a timely manner. Troubleshoot a variety of computer equipment including servers, disks, network cards and data communications equipment. Provide problem management services by utilizing diagnostic tools to aid in troubleshooting efforts. -Install, move, and configure servers and server related equipment (i.e. servers, switches, routers, and misc. technology equipment). Perform additional functions incidental to computer support activities. -Perform periodic operational tasks such as but not limited to tape backup rotation, monthly power consumption readings, shipping/receiving-Establish and maintain configuration documentation and assist with general asset and inventory management processes -Assist the network and system administrators in various projects Show less



Stan James

• Gibraltar
• Gambling Facilities and Casinos
• 1 - 100 Employee

• • Sep 2010 - May 2013

  -Maintain our Microsoft Windows infrastructure - including, but not limited to: Active directory, DNS, DHCP, DFS, cluster services, IIS.-Design and implement Backup and Restore policies.-Design and implement Disaster Recovery strategies.-Maintain Antivirus System.-Configure server and network devices (predominantly Cisco, Microsoft and Red Hat Linux technologies).-Setup and maintain Storage Systems infrastructure (SAN, DAS, iSCSI).-Perform “out-of-hours” software and hardware maintenance.-Assist in basic maintenance of network devices, administration of Cisco Switches, Routers and Cisco ASA Firewall.-Assist in infrastructure expansion evaluation.-Work in shifts.-Perform on-call support.-Perform Hardware installation and maintenance.-Conigure and support Virtualization.-Infrastructure. Deploy, update, upgrade and test bespoke and 3rd party software in test and production environments.-Maintain enterprise services infrastructure (Mail, Intranet, Incidence system).-Create and maintain up to date systems documentation.-Implement the policies for the use of computer system Show less

• • Nov 2005 - Sep 2010

  -Provide application support to over 150 users on our custom MarginMaker applications.-Provide troubleshooting and maintenance of all IT systems within the office including, but not limited to: workstations; telephones; printers; fax’s; audio visual equipment, etc.-Logging calls to our internal 2nd line support and external 3rd party software companies for more technical problems and following them through to resolution.-Providing technical support by email and telephone to customers experiencing problems with our websites.-Testing new versions of software before they are released.-Troubleshooting problems by analyzing log files. Show less